What are the responsibilities and job description for the Virtual Service Technician position at Ashley?
Description
The Virtual Technician is responsible for providing excellent customer service to our Enterprise HomeStores and Customer Care associates as well as our HomeStore end consumers. This position will spend a majority of the workday listening to internal and external customers concerns and troubleshooting to solve technical problems to ensure customer satisfaction while keeping the goals of the company in mind.
The Virtual Technician will maintain prompt, efficient and accurate data entry to ensure customer satisfaction. This position will exhibit superior customer service with their profound knowledge of product, vendor warranties as well as a broad understanding of customer service philosophy. This position will provide support and assistance to internal and external customers and can be self-motivate and to be persuasive with customers, understanding and provide information/guidance while keeping customer satisfaction and retention as a guiding factor.
Primary Job Functions
- Professionally communicate with internal and external customers, such as end consumers, HomeStore staff, service technicians, distribution center staff, delivery drivers, etc. throughout the business day using a variety of methods while simultaneously using the computer to take care of any technical concerns as requested by the customer.
- Experience with Parts order process and Exchanges Preferred.
- Handles day to day phone calls, emails, and Teams chats from External Customers, LCC, HCC, OCC, and HomeStores requiring Tech knowledge (Warranty, Repair Options, and Part availability, etc.)
- Work with Delivery Teams and Dispatch (with the intent to keep the product in customer home) by troubleshooting concerns and answering questions.
- Uses Extensive product knowledge (Function, Design How to Use, Repair Options providing How to Videos) to troubleshoot through the following communication vehicles: text, Facetime, email, etc.
- Conduct ride along with Service Technicians to maintain skills and evaluation knowledge of furniture repairs and required actions.
- Partner with Technician Leadership to ensure awareness of new product lines (i.e., Design changes, functional changes, assembly changes/Mechanical changes).
Secondary Job Functions
- Maintain reliable attendance.
- Actively participate in departmental meetings, training, and education.
- Assist with training other employees and providing backup.
- Complete other assignments and special projects as requested.
- High School Diploma or GED, Required
- 5 years of "in-home" furniture repair experience including corner damage rebuilds, leather/vinyl repair, blind stitch, double blind stitch, decorative stitch on leather, Required
- 5 years of in person/face to face, live customer service experience, Required
- Strong attention to detail
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Effective time management and organizational skills
- Ability to work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
- Display empathy, understanding, and patience with employees and external customers
Who Are We?
We average competitive pay and excellent benefits.
We are a multi-billion dollar company and the largest manufacturer of furniture in the world, and offer one of the industry’s broadest product assortments at over 20,000 storefronts in 123 countries.
Growth-Focused is one of our core values, and we are dedicated to helping you grow with us through training, mentoring, and coaching as well as investing in the latest design tools, production equipment and new technologies.
Environmental efforts are a priority as we continually seek to recycle, reuse and replenish every day. Millions of dollars are contributed annually to local and national charities as we seek to improve the lives of people around the world.
We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.